Lead Contact Representative

Lead Contact Representative

Major duties include, but are not limited to:

• Receives inbound telephone calls, emails inquiries, or webchats from Veterans, Caregivers, VA staff & other users related to the MyHealtheVet website, eBenefits website, the Web & Mobile Solutions Mobile applications, access VA website and Beneficiary Travel Self Service System portal.
• Receives inbound telephone calls from and responds to veterans, their family members and/or legal representatives, the public, and VA employees concerning VA and related non-VA benefits available to Veterans, dependents and of Veterans, and beneficiaries.
• Responds to questions and resolves issues pertaining to escalated calls on the Help Desk Assist Line, escalated emails from management, Contact Representatives, and other Lead Contact Representatives.
• Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
• Works closely with the Help Desk Program Specialist and Help Desk leadership to report tends when there are system outages and technical issues experienced with systems impacting the Help Desk.
• Processing, documenting, and routing possible reworks in appropriate SharePoint Tracker to correct the error; processing pending reviews, which may include contacting the Veteran to inform them that the issue is resolved or returning to the Help Desk Contact Representative for additional information.
• Answers or provides input to Congressional complaints within one hour of receiving the initial inquiry.
• Assists as a Subject Matter Expert while the Member Services Training Team trains new Help Desk team members and helps train new Help Desk Leads.
• Attends monthly Help Desk team meetings and discusses various topics such as Knowledge Management articles, business processes, current issues, websites changes/updates, and other pertinent information.
• Coaches junior staff that support the mission, vision and values of the Health Resource Center and our Customer's expectations.
• Recommends changes to standard operating procedures, business processes and job aids based on acquired knowledge, feedback from Contact Representatives, and personal observation.

Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8-hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed.

Telework: This position may be authorized for Ad-hoc telework. Telework eligibility will be discussed during the interview process.

Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception or exemption will happen after a tentative job offer, but before a final job offer.

Position Description/PD#: Lead Contact Representative/ PD07782A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized